This document outlines the roles, responsibilities, and requirements for an Account Manager position in the Personal Lines Department. The mission of the role is to provide excellent customer service, increase retention, grow business with existing customers through additional sales and referrals. Key outcomes include answering phones quickly, conducting reviews to increase retention, selling policies daily/weekly, identifying cross-selling opportunities, asking for referrals, and improving efficiencies. The position requires strong communication, sales, and customer service skills as well as the ability to multi-task and embrace change. Insurance and life licenses are necessary for the role.

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ROLES & RESPONSIBILITIES SCORECARD
Employee Name:
Date of Hire:
Department: Personal Lines Department
Title of Position: Account Manager
Reports To: (Supervisor’s Name) (Supervisor’s Title)
Jane Doe President/CEO
Mission for Account Manager
Nationwide Insurance Agency
To provide a high-level of service to existing call-in and walk-in customers by helping them
with their requests, identifying gaps in coverages and additional products we can help them
with, and ask for referrals. The focus of this position is to retain customers and grow the book
by increasing business with existing customers and securing introductions to new customers
through referrals and other means. Additionally, help reduce costs to improve profitability, as
well as provide ideas to increase productivity and efficiencies.
Name of positions directly under supervision (if applicable):
1. 5.
2. 6.
3. 7.
4. 8.
OUTCOMES
1. Answer the phone by the second ring and make the caller feel special.
2. Conduct 5 On Your Side Reviews per week to identify opportunities and help increase retention
3. Sell a minimum of 1 policy per day, 5 per week to grow the book
4. Have a minimum of 5 quotes per day. Quotes lead to sales.
5. When servicing a customer, identify gaps in coverage, and additional products we can provide
6. Identify cross-pollination opportunities and provide leads to the Commercial & Financial
Departments to help increase agency revenue
7. Consistently use “Proactive Time” for proactive activities such as working win-backs and re-quote
lists to increase revenue
8. Consistently ask for referrals to new, green business to help grow the book
9. Identify ideas and ways to reduce costs and improve productivity and agency efficiencies – Your
input and ideas matter.
10. Sell 1 life insurance policy per month
11. Additional projects, tasks and requests made by management.
SAMPLE

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COMPETENCIES
 Excellent interpersonal, and written and verbal communication skills
 Willingness and ability to sell and provide a high-level of customer service
 Excellent problem solving abilities
 Ability to work with diverse groups of people
 Ability to process information quickly and work in a fast-paced environment….strong multi-tasker
 Thrives on challenge and embraces change
 Detail oriented and thorough in completing follow-ups and paperwork
 Comfortable with technology and willing to learn, grow and use technology such as computers, the
Internet, Microsoft Office products, etc.
QUALITIES REQUIRED FOR SUCCESS
Positive attitude Strong work ethic
Takes initiative Efficient and effective
Desire to grow personally and professionally Team player committed to the Vision
Takes pride in a job well done Possesses a desire to be of help and service to others
High level of honesty and integrity A will to achieve and a desire to succeed – goal and
results driven
Self-motivated Is focused on priorities and uses time well
Persistent and possesses strong determination
Physical requirements of job:
Long periods of time spent at a
desk and on a computer
Hours of operation when required to work: Office hours are 9:00 a.m. to 5:00 p.m., Monday through Friday.
Specific education, knowledge required or desired:
 Comparable work experience required. College degree desired.
 Sales experience with a proven track record desired but not required. Will train.
 Specific industry knowledge and experience is desired but not required
 Insurance and life licenses are required.
LIMITATIONS AND DISCLAIMER
The above job description is meant to describe the general nature and level of work being performed; it is not intended
to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. All job
requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some
requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves
or other employees.This job description in no way states or implies that these are the only duties to be performed by
the employee occupying this position. Employees will be required to follow any other job-related instructions and to
perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.
Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job
successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued
employment remains on an “at-will” basis.